Dispute Resolution Specialist I

The Dispute Resolution Specialist I is responsible for investigating member inquiries and disputes in accordance with Regulation E and NACHA guidelines. This includes the timely review, analysis and processing of disputes associated with all types of member-reported electronic payment inquiries or errors, and other processes related to the error resolution program to ensure activities comply with appropriate regulatory compliance and maintain internal controls.

1)      Ensures all disputes and inquiries are investigated to determine if the concern(s) are eligible under a defined regulation and processed appropriately. This includes ensuring regulatory timelines and research requirements are met, providing applicable provisional and final credit, accurately track decision outcomes, and communicating decisions to members through a variety of communication channels to include verbal and written communication. (35%)

2)      Investigates all incoming, member-reported electronic fund transfers transactions, including but not limited to ACH disputes and inquiries, online-banking errors, remittance transfer errors, foreign ATM and pin-based based card errors, and trace requests to assist in detecting fraud, identifying trends, patterns, and other potential suspicious activity surrounding the claim. Analyzes and researches claims involving multiple relationships and complex transactions. Including but not limited to reconciliation of ACH dispute returns in accordance with NACHA Operating Rules and Guidelines. (25%)

3)      Performs routine research and utilizes multiple software applications such as our core system, case management system, card processing platform, online banking provider, bill pay processor, FedNow Software, wire transfer application, and the ACH risk management portal, amongst others. (15%)

4)      Serves as a subject matter expert for complex or difficult dispute‐related interactions for member facing partners. Conducts in‐depth investigations of dispute cases to successfully identify and/or resolve member error cases. Delivers training for WPCU partners to educate teams regarding error resolution policies and procedures. Collaborates with other areas within the credit union where needed. Advising management of irregular or recurring issues and suggest improvements to better serve internal partners and members. (10%)

5)      Maintains detailed and current knowledge of critical regulations. Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (10%)

a)       NACHA Operating Rules and Guidelines

b)      Regulation E (Electronic Funds Transfer Act)

c)       All other applicable regulations, policies, procedures, and operating controls within the error resolution program.

6)      Performs other duties as required. (5%)

1)      Must have a high school diploma or equivalent or ten (10) years equivalent work experience.

2)      A minimum of two years (2) of experience or related experience with regulatory compliance in financial services.

3)      Demonstrated ability to analyze, reason, problem solve, and prioritize work independently and as a team in a fast‐paced environment with tight deadlines.

4)      Demonstrated knowledge of federal and state regulations/laws as they pertain to Centralized Dispute Handling and the ability to adhere to them.

5)      Takes initiative to learn, develop oneself, and see tasks through from start to finish.

6)      Ability to learn computer applications and apply them to the operational processes.

7)      Detailed problem solving and error resolution skills.

8)      Strong written and verbal communication skills.

9)      Intermediate math skills: add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals and locate routine mathematical errors for the purpose of rectifying ACH errors.

10)  Demonstrated working knowledge with Microsoft Office products.